HDI HDI Certifications HD0-100 Questions & Answers

• Question 61:

  Which three approaches help create a positive business reputation? (Choose three.)

  A. When you hear complaints about yourorganisation, change the subject

  B. See what you can do to assist any co-worker who is unhappy or experiencing problems

  C. Have a good attitude and never speak negatively about yourorganisation

  D. Try to have a positive and memorable effect on every person you communicate with each day

  Correct Answer: BCD

• Question 62:

  Companies typically restrict access to which three types of data? (Choose three.)

  A. Office location

  B. Personnel records

  C. Proprietary information

  D. Payroll information

  Correct Answer: BCD

• Question 63:

  You are having a trouble understanding a customer with a strong accent. The first thing you should do is ?

  A. Find someone else who can understand the customer better

  B. Inform the customer that you cannot understand them and there is nothing you can do to help them

  C. Ask the customer is there is someone else in theirorganisation for you to talk to

  D. Tell the customer you are having difficulty understanding them

  Correct Answer: D

• Question 64:

  What is a key benefit of a positive work environment?

  A. Diversification of skill sets isminimised

  B. The need for recognition of individual effort isminimised

  C. Rapport among team members is increased

  D. Management involvement is separated from individual involvement

  Correct Answer: C

• Question 65:

  You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

  A. Escalate the problem

  B. Ask a peer

  C. Use reference documentation

  D. Suggest that the customer ask a peer

  Correct Answer: BC

• Question 66:

  Which two characterise a successful negotiator? (Choose two.)

  A. Focuses on the best solution

  B. Presents a plan of how to get to the solution

  C. Viewed as a problem solver

  D. Steps to the customers side for understanding

  Correct Answer: CD

• Question 67:

  In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

  A. Be confident

  B. Be enthusiastic, but natural

  C. Be efficient

  D. Be talkative

  E. Be agreeable to all customer opinions

  Correct Answer: ABC

• Question 68:

  What is the number one goal of support services?

  A. To give technical support to anyone who calls

  B. To resolve all calls requiring technical support

  C. To keep the customer performing at the highest level possible

  D. To obtain information for any questionsthat are asked

  Correct Answer: C

• Question 69:

  What is the primary purpose of an on-going (event) survey?

  A. Evaluate customer satisfaction with products, services, and personnel

  B. Determine employee bonuses

  C. Measure individual analyst performance

  D. Trend customer satisfaction between annual surveys

  Correct Answer: D

• Question 70:

  What does the abbreviation CTI stand for?

  A. Computer Telephony Integration

  B. Calls, Telephones, and Internet

  C. Customer Telephone Interface

  D. Customised Telephony Intelligence

  Correct Answer: A